(URGENT) WFM Software Administrator 1 -NCLH| MOA

Gratitude Inc

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4 days ago

1-2 Year(s)

Manila (Pasay City)

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Job Description

Key Skills

Data Analysis Microsoft Excel Reporting Scheduling Workforce Management Operations Management Resource Planning Process Improvement Forecasting & Capacity Planning

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WFM Software Administrator 1 - NCLH

Work Location: MOA
Work Setup: Onsite
Schedule: Shifting

Note: Former Teleperformance employees are not eligible for rehire, whether directly or through a third party.

Job Description

We are looking for a WFM Software Administrator 1 to support workforce management operations within a contact center environment. The role will be responsible for workforce planning, scheduling, forecasting, reporting, and administration of WFM systems and operational tools.

Key Responsibilities:

Support workforce management activities, including staffing, scheduling, forecasting, and workforce planning.
Administer and support WFM systems and related operational tools.
Monitor workforce adherence, operational performance, and established policies and procedures.
Generate, maintain, and analyze workforce management reports to support operational decision-making.
Support contact center quality initiatives and system implementations.
Identify opportunities for process improvements and operational efficiencies.
Assist with the implementation and execution of training programs when required.
Provide workforce management support across multiple contact center operations as needed.
Work independently while following established standards, procedures, and guidelines.
Share best practices and develop effective solutions to operational challenges.
Guide junior team members and assist with day-to-day operational objectives when required.
Contribute to the continuous improvement of workforce management processes and activities.

Qualifications

Bachelor's degree in a related field.
1–2 years of experience in Workforce Management (WFM), Workforce Planning, Scheduling, Forecasting, or Contact Center Operations.
Experience supporting staffing, scheduling, forecasting, and workforce planning activities.
Knowledge of WFM tools and contact center support systems.
Proficiency in Microsoft Excel and workforce reporting.
Strong analytical, reporting, problem-solving, and organizational skills.
Ability to work independently and manage multiple priorities.
Experience in a BPO/contact center environment is preferred.
Leadership or team coordination experience is an advantage.
Willingness to work onsite and on a shifting schedule.

Pre-Screening Questions

Educational Attainment:
Years of Experience in WFM Software Administration:
WFM Tools Used: (e.g., Verint, NICE IEX, Aspect, Genesys, etc.)
BPO/Contact Center Experience: (Total years and scope of experience)
Last Drawn Salary:

Role

Operations Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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